IT Service Analyst

• Maintain and update Configuration Item records within ServiceNow
• Create, amend and retire records following agreed processes
• Update CI information including ownership, support groups, status and other key attributes
• Review records for missing or inaccurate information
• Carry out routine CMDB housekeeping and data cleansing
• Update relationships between records where information has been provided and validated
• Maintain Service and Service Offering information within ServiceNow
• Review ServiceNow records for incomplete, duplicate or inaccurate information
• Correct data issues following agreed processes and standards
• Identify missing information and follow up with the relevant IT teams
• Support regular data validation exercises
• Assist with the completion of data remediation activities
• Maintain spreadsheets or trackers recording outstanding data issues and progress
• Produce basic reports on data completeness and outstanding actions
• Contact IT teams to gather missing Configuration and Service information
• Follow up on outstanding information and actions
• Maintain accurate records of updates and changes
• Arrange meetings where required to gather or confirm information
• Record actions and decisions from meetings
• Provide regular updates on progress against allocated administration and data cleansing activities
• Follow established Configuration Management and ServiceNow processes
• Ensure records are updated in line with agreed data standards
• Support Configuration Management reviews and audit activities by providing accurate information
• Highlight records which do not meet agreed standards to the Configuration Manager
• Assist with maintaining Configuration Management documentation

Technologies:

• CMDB
• Excel
• Support
• ITIL
• ServiceNow, We are working with a longstanding client, one of the worlds largest and most well-known solutions companies, supporting one of the UKs biggest hospitality businesses. This is an IT Service Analyst role based in Dunstable on a hybrid basis, with 3 days in the office and 2 days from home. It is a 2-month initial contract with a pay rate of £250 per day inside IR35. The role is focused on administration, data quality, and record maintenance within the ServiceNow platform, supporting Configuration Management and service information.

• Previous experience working in an IT administration, IT Service Management or ServiceNow environment
• Good understanding of data quality and record management
• Strong Microsoft Excel skills
• Excellent attention to detail
• Good organisational and administration skills
• Comfortable communicating with different IT teams to gather information
• Able to manage a workload involving large volumes of records and data
• Good written and verbal communication skills
• Previous experience using ServiceNow CMDB
• Understanding of Configuration Items and basic CI relationships
• Familiarity with Services and Service Offerings within ServiceNow
• Basic understanding of ITIL or IT Service Management
• Experience with data cleansing, data validation or administration projects
• Previous experience working within a large IT environment